Customer complaints policy COMPLAINTS PROCEDURE We welcome feedback as it helps us to develop as a charity, giving us the chance to monitor and improve our services. We set ourselves a high standard of customer care and if this is not met we want to hear about it. We are sorry if you feel that you need to make a complaint but the following information will help you understand our complaints procedure. Who can make a complaint? Wandsworth Oasis’ Complaints Procedure is available to Wandsworth Oasis staff and volunteers, those affected by Wandsworth Oasis' fundraising activities and customers/donors in Wandsworth Oasis shops. You should share your concerns or register a complaint when you are dissatisfied with any aspect of Wandsworth Oasis’ services or activities. Fundraising complaints are further defined as "an expression of dissatisfaction at any aspect of Wandsworth Oasis’ fundraising activities including administrative practices or procedures and acts carried out by third party suppliers". Complaints about our staff and volunteers. We expect our staff and volunteers to be professional and courteous at all times so we take complaints about poor conduct very seriously. How do I make a complaint? You can make your complaint or voice your concern using your preferred method and format of communication. Wandsworth Oasis will also arrange appropriate support, translation or interpretation services to ensure equal access to this procedure for all. In person: If your complaint is about one of our shops, then you can talk with the shop manager in the first instance. Our managers will do all they can to discuss your concerns and resolve the matter. If this is not possible, they may ask you to write to our Head Office so that your complaint can be investigated fully under the complaints procedure. In writing: You can send a letter to our Head Office at 45 Old Town, London SW4 0JL or by email to [email protected] Please note that we prefer not to take complaints over the phone and may ask you to follow up in writing. What information do I need to provide? To ensure that your complaint can be dealt with quickly and efficiently you should provide the following Information: Full name Postal address Email address Telephone number Full details of the complaint including relevant dates Whether you have a relationship with us, e.g. as a volunteer, supporter, former member of staff, customer If you have any evidence available to support your complaint, e.g. photos, letters, emails, names of witnesses, or other paperwork. How long do I have to make a complaint? Complaints will only be considered if they are received within three months of the time when you were first aware of the situation. We do not handle complaints that date back further than this. What will happen after I complain? We will acknowledge your complaint within five working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response. Wherever possible, Wandsworth Oasis will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it. There may however be occasions when Wandsworth Oasis cannot provide absolute confidentiality. This may for example arise in circumstances where a child or vulnerable adult may be at risk of harm. In these circumstances Wandsworth Oasis’ safeguarding procedures will take precedence over this procedure and any relevant information will be shared with others concerned in the safety and welfare of our volunteers. We will handle information in line with the Data Protection Act. What are the stages in the complaints procedure? There are three stages in the complaints procedure; all complaints will be handled in this way: Level 1 New complaints will be formally recorded and acknowledged (within five working days). They will be passed to the relevant line manager of the individual or the department concerned, who will look into your complaint and reply to you, within 14 working days of the date we acknowledged your complaint. If this is not going to be possible they will let you know why, and how much longer it will take. Level 2 If you remain dissatisfied with the reply you receive at Level 1 and you let us know within 15 working days of the date of our reply, your complaint will be passed to the Chief Executive to review it and how it was handled. We will not acknowledge receipt of your letter/email, but will aim to reply to you in full within 10 working days. If the Chief Executive is not able to do this, they will let you know the date by which they hope to reply. Level 3 If you remain dissatisfied with the reply at Level 2 and you let us know within 15 working days of the date of our reply, your complaint will be referred to the Board of Trustee to review it and reply. They will not acknowledge receipt of your letter/email, but will aim to reply to you in full within 10 working days. If the Board of Trustees is not able to do this, they will let you know the date by which they hope to reply.